ADP is hiring a Manager, Technical HCM Contact Center

- Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
- Do you want to continuously learnthrough ongoing training, development, and mentorship opportunities?
- Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

We are looking for an experienced people-focused Manager that has a combination of Human Capital Management experience, leadership experience in a high-volume contact centre understanding. This leadership role has full leadership responsibilities for 7 direct reports but will be growing to 14. The team is in Etobicoke, Montreal and offshore. This role must be in either Etobicoke or our Montreal office.

This team is responsible for supporting our clients with complex technical questions related to the functionality and configuration of our Benefits and Talent Management (Recruitment & Onboarding, Performance, Talent, Compensation, Learning etc.,) modules within our human capital management platform.

The ideal candidate combines strong leadership skills, strong HRIS / HCM expertise, and call centre experience to lead a high performing team of experts who are centered on client’s success and operational excellence.

Ready to #MakeYourMark?

What you'll do: Responsibilities

What you can expect on a typical day:

- Team Leadership
- Lead, coach and develop a team of technical HCM support specialists in a contact centre.
- Foster a high-performance client-centric team within a contact centre environment.
- Conduct regular 1-1s, coaching and performance including career development discussions.
- Support hiring, onboarding, ongoing training and compliance of team members.

- Operational Management

- Oversee day-to-day contact centre operations including monitoring KPIs, call volumes, dealing with escalations, and ensuring quality service responses to our clients.
- Monitor call queues, case volumes and resource allocation to optimize efficiency.
- Identify trends in client inquiries and implement strategies to improve resolution times and reduce repeat issues.




- Implement best practices for knowledge management and case handling.

- Technical Oversight

- Ensure delivery of high-quality consistent and professional support to all clients in both official languages.
- Partner with client success and implementation teams to address systemic issues and improve overall client satisfaction.
- Review client feedback and recorded calls, to drive continuous improvements.

TO SUCCEED IN THIS ROLE: Requirements

- 5+ years of experience in Human Capital Management or HR Information Systems. Ideally with specific experience with Benefits and all HR modules. (Preference for those with specific experience with ADP Workforce Now or a similar HCM system).
- 2 years of leadership experience, ideally in a large call centre or IT support environment.
- Familiarity with integrations, APIs and data management concepts.
- Strong understanding of technical support operations of contact centre.
- Experience handling escalations and complex client issues.
- Excellent communication, coaching and interpersonal skills.

*Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP's headquarters and international sites.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

- Focus on your mental health and well-being. We take care of one another and offer support for your well-being... because healthy associates are happy ones.
- Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
- Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
- Innovate. Problem-solve. Shape the future of work with people you like.
- Balance work and personal time.



Flexibility to integrate work more easily in your everyday life.
- Go Global. With operations around the world, exciting new networking opportunities abound.
- Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What are you waiting for?

ADP recrute un(e) gestionnaire, Centre de contact technique HCM

- Désirez-vous faire progresser votre carrière dans un environnement stable et dynamique offrant de nombreuses opportunit es d’avancement?
- Êtes-vous avide de connaissances et avez-vous un intérêt pour les occasions de formation continue, de perfectionnement et de mentorat?
- Est-ce key pour vous de faire partie d’une culture qui valorise l’équité et l’inclusion à travers un environnement accueillant les nouvelles perspectives et la diversité des points de vue?

Si c’est le cas, cette opportunité pourrait vous intéresser. Poursuivez votre lecture et jugez par vous-même.

Nous sommes à la recherche d’un(e) gestionnaire expérimenté(e), axé(e) sur les personnes, possédant une combinaison d’expérience en gestion du capital humain (HCM), en leadership et dans un environnement de centre de contact à volume élevé.

Ce poste de direction comporte actuellement la responsabilité de gestion de 7 employés en lien direct, avec une croissance prévue jusqu’à 14 employés. L’équipe est répartie entre Etobicoke, Montréal et des ressources offshore. Le titulaire de ce poste devra être basé à Etobicoke ou à notre bureau de Montréal.

Cette équipe est responsable du soutien à nos clients relativement aux questions techniques complexes liées aux fonctionnalités et à la configuration de nos modules de Gestion des avantages sociaux et de Gestion des talents (recrutement et intégration, gestion du rendement, gestion des talents, rémunération, apprentissage, etc.) au sein de notre plateforme de gestion du capital humain.

La personne idéale possède de solides compétences en leadership, une expertise approfondie des systèmes HRIS/HCM ainsi qu’une expérience en centre de contact lui permettant de diriger une équipe d’experts hautement performante, orient

📌 Manager, Technical HCM Contact Center / Gestionnaire, Centre de contact technique HCM (Montreal)
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📍 Montreal